What is a client on-boarding process?
One of the things I’ve been talking to my creative agency clients about is having an onboarding process and how this matter increase your account manager skills , i.e., do you have a systemized way of initiating the client relationship?
A client onboarding process can look different ways depending on what kind of agency you are. But fundamentally, it’s to make sure each new client has a similar client experience of working with you.
Elements of your on-boarding process
It could be as simple as having a checklist. How would the client like to be contacted? What kind of files can they provide you, key documents, branding guidelines, brand plan?
Also, what’s their internal approval process like. Who’s involved in the approval process? Who’s going to be involved in the project the client side?
What kind of other information can they give you, such as an organogram maybe or their vision, anything that’s going to be useful for the agency moving forward? So from the outset, you are setting expectations.
Similarly for an agency and specially for account managers, it’s really good to know how they prefer to be contacted, maybe an opportunity for you to take them through your process for producing the project, for example.
Do you have an on-boarding process?
I’d really love to know from you as an account manager and your experience on increasing your client growth and relationship. An onboarding process can save a lot of time later down the line when you’re asking for files and things and going back and forth.
So do you have a process in place and do you systemize this in the agency? I’d love to hear from you to see what other agencies are doing.
